Head of Fraud Operations

Our Story Hello there. We’re Zopa. We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com! 
We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces. 
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife
At Zopa, we’re building a Fraud and Financial Crime Tribe focused on protecting the bank and our customers across the full customer lifecycle. Bringing together Product, Strategy and Operations under one roof, the tribe is reshaping fraud operations through smarter processes, AI and automation.

This role leads the Fraud Operations function across London and Manchester, overseeing teams handling APP scams, account takeover, impersonation fraud, transaction fraud and disputes. It’s a senior leadership role combining strategic ownership, operational performance, regulatory accountability and people leadership.

A day in the life:

• Define and own the strategy and OKRs for Fraud Operations, aligning to tribe and wider Zopa goals
• Lead operational performance across the function, owning SLAs, quality, customer outcomes and operational resilience
• Own the Fraud Ops budget, balancing service quality, efficiency and cost
• Use MI, KRIs and operational insight to improve performance and strengthen controls
• Drive adoption of AI and automation across the function
• Act as the escalation point for complex or high-value fraud cases
• Represent the function at senior forums, influencing priorities across Product, Engineering, Risk and Compliance
• Ensure processes, procedures and training remain aligned to regulatory requirements and audit expectations
• Recruit, coach and develop high performing fraud leaders and specialists

About you:

• Experienced fraud operations leader with a strong track record managing large teams within financial services or fintech
• Deep expertise across retail banking fraud typologies including APP scams, account takeover and transaction fraud
• Strong strategic and operational leader with experience owning OKRs, budgets and operational performance
• Strong understanding of fraud risk, controls, governance and regulatory obligations
• Credible escalation point for complex or ambiguous fraud cases
• Passionate about improving operations through AI, automation and smarter ways of working
• Strong stakeholder operator who can influence senior leaders and drive cross functional alignment
• Strong people leader who builds high performing teams through coaching and accountability

Added bonus:

• Experience within digital banking or fast growth fintech environments
• Exposure to current accounts, lending or credit card fraud operations
• Experience working closely with Product and Engineering teams
• Familiarity with SAR governance and financial crime escalation processes

#LI-LH1 
At Zopa we value flexible ways of working. We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week. You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
*Subject to having the right to work in the country of choice
Diversity StatementZopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.